Do you and your clients have different visions of the experience they will have when doing business with you? Most likely, there are some areas where you differ. Are these differences important? Absolutely!
“Most customers have a focus,” state Kenneth Blanchard and Sheldon Bowles in Raving Fans. “As you uncover the customer’s vision one bit at a time, it’s easy to either work it into your own vision or reject it.. . The immediate vision might be narrow, but customers care about everything. It’s just that most of them haven’t thought through their whole relationship with you, only some specific areas. Because customers are often so focused on a specific priority, it’s easy to match up what they want with that area of your vision.”
My ‘narrow’ focus is on how I am greeted and treated by each and every one of the employees of a business or organization. Does this mean that I do not care about the product, service or price? Of course not, but my vision – what makes me keep coming back and spending more – includes an enjoyable experience, from start to finish and at each every point of contact.
Do you have any clients or supporters with a similar vision? Does your vision match theirs? If not and if you truly want to create loyal, raving fans (shareholders who spend more with you and refer you to others), it is time to consider incorporating your clients’ vision into yours.